Manager, Customer Support (Starlink)
Company: SpaceX
Location: Bastrop
Posted on: April 19, 2024
Job Description:
SpaceX was founded under the belief that a future where humanity
is out exploring the stars is fundamentally more exciting than one
where we are not. Today SpaceX is actively developing the
technologies to make this possible, with the ultimate goal of
enabling human life on Mars.
MANAGER, STARLINK CUSTOMER OPERATIONS
Starlink, our revolutionary satellite constellation, will deliver
low-latency broadband internet worldwide. As a member of the
Starlink customer support team, you will lead the team that
interfaces directly with Starlink customers, ensuring they have an
exceptional overall experience.
This role is a key leadership position within the Starlink Customer
Operations organization, with responsibility for operations at the
Bastrop, TX facility. This role will be responsible for leading
both the day-to-day customer operations onsite, while also driving
the necessary strategic projects and process improvements to take
the organization to the next level and respond to the evolving
needs of the business
RESPONSIBILITIES:
- Lead the Starlink Customer Support team for the Bastrop site.
Responsible for 24-hour operations and team management for all
shifts.
- Safety - Monitor and improve operations, ensuring a safe work
environment.
- Strategy - Understand the needs of the business and develop
strategy, business metrics, and goals to guide the organization in
the direction required.
- Leadership - Lead a multi-level organization, consisting of
both hourly and salary individuals: assess employee performance,
provide positive/constructive feedback, facilitate conflict
resolution, and address repeat issues with corrective actions,
performance improvement plans, or through disciplinary means.
Foster an environment where change is embraced and ideas are
respected, supported, vetted, and ultimately implemented (if deemed
appropriate).
- Role Model - Lead by setting an example, taking feedback from
all levels of the organization, and motivating your organization to
achieve the highest level of results.
- Process Improvement - Drive the projects and changes needed to
ensure the Customer Support organization is able to meet and enable
the goals of the Starlink business.
- Cost - Lead cost saving opportunities, identifying
internal/external cost reductions and optimization
opportunities.
- Customer Support - Manage operations that provide industry
leading levels of customer support in all operations: recognizing
the needs of the business and adapting to support our
mission.
- Adaptability - As SpaceX continues to innovate and pave the way
for future development, this manager needs to be able to adapt
their business to the ever-changing needs of the
organization.
- Mentorship - Actively monitor and grow the workforce, ensuring
team members are challenged and performing at the expected
standards; work to develop ways and methods to motivate team
members to go above and beyond the status quo.
- Perform administrative duties, including but not limited to,
approving timecards, scheduling workforce, establishing employee
goals, periodic reviews, one-on-one mentoring, and training of
direct reports
- Ensure business practices are being followed to not only
guarantee the processing of customer interactions in a quality
manner, but also meet those needs outlined in ISO 9001 and
regional-specific requirements
- Collaborate with internal leaders and teams (engineering,
reliability, production, finance, design, communications, sales,
etc.) to design simple and effective support interventions that
improve our customers' experience.
- Drive root cause analysis activities for our products and
services; Be the voice of the customer, in the language of the
business.
- Collaborate with internal tooling development teams to identify
capabilities that increase support associate performance and
productivity.
- Develop reporting and analytics that measure end-customer and
internal team successes.
- Actively monitor and grow the workforce, ensuring team members
are challenged and performing at the expected standards.
BASIC QUALIFICATIONS:
- Bachelor's degree and 5+ years of professional experience in
customer operations, production/manufacturing, supply chain, or
engineering; or 8+ years of professional experience in customer
operations, production/manufacturing, supply chain, or engineering
in lieu of a degree.
- 3+ years of professional experience in a supervisory or
managerial role focused on customer operations,
production/manufacturing, supply chain, or engineering.
PREFERRED SKILLS AND EXPERIENCE:
- Experience leading a team as either a manager (responsible for
a multi-tiered organization) or front-line supervisor (with direct
reports).
- Bachelor's degree in supply chain, business, science,
engineering, or similar technical discipline.
- Completion of a leadership or rotational development
program.
- Excellent communication and team-building skills.
- Experience in a training, learning and development, analytics,
service design, vendor management, or content management
role.
- Ability to work in a fast-paced/cross-functional
environment.
- Organized and self-driven, capable of working independently
with little direction.
- Capable of adapting to abrupt changes in strategy.
- Lean/6-Sigma experience (Green/Black Belt
certifications).
- Demonstrate innovative and futuristic thinking to drive
continuous improvement.
- Strong attention to detail, project management, and
organizational skills. You take pride in your craft.
- Technical aptitude - experience with networking, hardware
troubleshooting, software development, etc.
- Solid financial literacy - you have fluency with an income
statement and balance sheet.
- Written/verbal business fluency in a second language (in
addition to English)
ADDITIONAL REQUIREMENTS:
- Willingness to work extended hours and non-scheduled days when
needed to meet critical deadlines
- Must be willing to work in office
COMPENSATION AND BENEFITS:
Pay range:
Manager, Starlink Customer Support: $110,000.00 - $140,000.00/per
year
Your actual level and base salary will be determined on a
case-by-case basis and may vary based on the following
considerations: job-related knowledge and skills, education, and
experience.
Base salary is just one part of your total rewards package at
SpaceX. You may also be eligible for long-term incentives, in the
form of company stock, stock options, or long-term cash awards, as
well as potential discretionary bonuses and the ability to purchase
additional stock at a discount through an Employee Stock Purchase
Plan. You will also receive access to comprehensive medical,
vision, and dental coverage, access to a 401(k) retirement plan,
short and long-term disability insurance, life insurance, paid
parental leave, and various other discounts and perks. You may also
accrue 3 weeks of paid vacation and will be eligible for 10 or more
paid holidays per year. Exempt employees are eligible for 5 days of
sick leave per year.
ITAR REQUIREMENTS:
- To conform to U.S. Government export regulations, applicant
must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent
resident (aka green card holder), (iii) Refugee under 8 U.S.C. *
1157, or (iv) Asylee under 8 U.S.C. * 1158, or be eligible to
obtain the required authorizations from the U.S. Department of
State. Learn more about the ITAR .
SpaceX is an Equal Opportunity Employer; employment with SpaceX is
governed on the basis of merit, competence and qualifications and
will not be influenced in any manner by race, color, religion,
gender, national origin/ethnicity, veteran status, disability
status, age, sexual orientation, gender identity, marital status,
mental or physical disability or any other legally protected
status.
Applicants wishing to view a copy of SpaceX's Affirmative Action
Plan for veterans and individuals with disabilities, or applicants
requiring reasonable accommodation to the application/interview
process should notify the Human Resources Department at (310)
363-6000.
Keywords: SpaceX, Austin , Manager, Customer Support (Starlink), Executive , Bastrop, Texas
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